Masergy Unity CRM Integration User Guide

USER GUIDE | CLOUD COMMUNICATIONS

Masergy Unity CRM Integration

User Guide

Document Version 1.0 January 2018

UNITY CRM INTEGRATION USER GUIDE

Contents

1 Overview

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2 Configuring Salesforce Integration

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3 Configuring AGILE CRM Integration

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4 Configuring MS Dynamics Integration

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4.1 Integrating MS Dynamics

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4.2 Online and Office 365 Deployment

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4.3 Login ID and Password

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5 Configuring Zendesk Integration

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6 Unity CRM Functionality

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6.1 Contact Pop

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6.2 Contact Search

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6.3 Call Log Entry

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6.3.1 Manual Call Log Entry

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6.3.2 Automatic Call Log Entry

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UNITY CRM INTEGRATION USER GUIDE

1 Overview

Unity seamlessly integrates with Agile CRM, Dynamics 365, Zendesk and Salesforce to facilitate contact lookup and "popping" for inbound and outbound calls, searching for CRM contacts within Unity and click to dial both from within Unity and the CRM platform. This functionality relies on a CRM Integration license being assigned to the user. Please note this license is required in addition to the base license for Unity Desktop, Agent, Supervisor or Reception, however this functionality is included in all trial licenses for these Unity clients. Once this license is assigned and Unity is restarted, the CRM panel will become available in Settings, as shown below.

To configure Unity to integrate with a CRM platform, simply select the CRM platform from the dropdown list and complete the required fields, as outlined in the sections below. You can also configure Unity to automatically pop the CRM contact when the phone is answered, as shown below.

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UNITY CRM INTEGRATION USER GUIDE

2 Configuring Salesforce Integration

Please note that Unity is only able to consume the Salesforce API, if the appropriate salesforce license/edition is in use; please speak to salesforce for more information. The Salesforce API requires a security token which must be requested through the Salesforce portal and is emailed to the logged in user. In order to request this security token and setup for Unity, please follow the below steps.

2.1 Log into Salesforce and click "My Settings" in the top-right corner.

Classic view:

Lightning view:

2.2 On the left hand menu under Personal, click the "Reset my Security Token" link. If you don't see this link you may not have the required license assigned, please speak to your Salesforce sales agent for more information. 2.3 Confirm that you want to reset the security token.

2.4 You will shortly receive an email with the new security token, as below.

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UNITY CRM INTEGRATION USER GUIDE 2.5 Go to Unity Settings and select Salesforce as the CRM platform. You will then be able to enter the login ID and password that you use when logging into Salesforce, as well as the security token from the email, please make sure you copy this directly from the email and paste it directly into the correct box in Unity, as shown below.

You can also choose whether to include contacts, leads and/or accounts from Salesforce, in most cases all three would be selected. Unity can also include the record type when showing a contact from Salesforce, making is easy to identify inbound calls from leads. Lastly, Unity allows the user to add a call log entry into Salesforce for any call, assuming the remote party was found in Salesforce. This feature is outlined further below, but you can also configure Unity to automatically add a call log entry if one hasn't been added manually. This includes both inbound and outbound calls and even calls that were unanswered. 2.6 Click on the Automatic Contact Pop tab to configure these parameters, then click Save. You will be able to test the integration by performing a search for a contact within Unity, you should see Salesforce records appear in the list as well as from all other directories. If in doubt you may want to activate the "Show record type when searching" setting in order to distinguish between Salesforce records in the search results.

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